Jose Malagotnot

JOSE MALAGOTNOT 938 Malagasang 1F, Imus, Cavite 4103 Home: - – Cell:- –-PROFESSIONAL SUMMARY I am reliable and a very hard working individual who has 8 years of experience in giving high quality and professional service to different call center companies. I am skilled in communicating with clients either over the phone, email or thru video call. I am very keen to details and I always meet deadlines. I can work alone with less supervision and I can also be a team player. With my work experience I am confident that I can definitely deliver. I am looking forward in working with you in providing excellent customer service experience! SKILLS High customer service standards • Strong problem solving ability Skilled in call center operations •Troubleshooting skills Adheres to customer service procedures •Familiarity with Key Performance Indicator(KPI) WORK HISTORY 07/2011 to 04/2017 Team Leader VXI Global Holdings B.V. - Makati, Metro Manila, Philippines Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training) Reviews agent performance results daily to ensure goals are met or exceeded Analyzes and trends agent KPI/Sales performance Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback Monitors and assesses employee calls to drive performance improvement plans Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations Teaches and improves technical skills (i.e. improved call handling, navigation and product information research etc.) Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel 09/2007 to 03/2010 Customer Service Representative IBM DAKSH BUSINESS PROCESS SERVICES PHILS. INC. - Makati, Metro Manila, Philippines Answers inbound calls in support of customers’ billing needs with their mobile phones and wireless data cards.    Conveys in reassuring, efficient, and effective explanations to resolve billing confusions and ensures excellent customer service. Performs excellent technical assistance to customers who are having problems with their mobile phone service and wireless data card service. Collected customer feedback and made process changes to exceed customer satisfaction goals. Addressed and resolved customer product complaints empathetically and professionally. EDUCATION 2007 Bachelor of Science in Information Technology Marinduque State College – Boac, Marinduque, Philippines